Aux Codes
This AUX code is used for scheduled meetings such as 1:1s, team huddles, and team meetings.
What is Aux 3?
This routine involves logging in and broadcasting to verify that processes are adhered to correctly and to recreate any errors if necessary for DT.
What is Daily Stream?
Employees must input their same-day absence in this system within two (2) hours after shift start or report tardies/early-out absences to receive approval.
What is Kronos?
From the Quick Connects list, clicking on this option will automatically connect the caller to the line to securely enter their credit card information.
What is Salesforce Secure IVR?
I use this aux code for personal time/scheduled 15 minute breaks.
What is Aux 1
This system is used to manage workforce performance, including tasks such as scheduling. Agents should be accessing daily to ensure adherence to schedules.
What is Calabrio?
This is who I reach out to when my customer requests a supervisor
What is Service Support
This action will result when an employee accumulates a total of seven (7) points or has an absence with a point balance that is greater than or equal to seven (7)
What is Termination?
This tab at the bottom of the Salesforce screen is used to find owners' information by entering the caller's phone number and clicking the magnifying glass, followed by "Select."
What is Consumer Search?
I use this Aux Code to contact DT Support.
(After getting approval from my Team Lead)
What is Aux 2
This tool is used to provide consumers with a two-hour window for their service date.
What is Service Tracker?
This is the agents' primary resource for handling calls, following processes, and accessing important tools and information. If you don’t know where to start, you start here.
What is Bodewell Can
Agents go here to get preapproved vacation/benefit time or to request VTO.
What is Calabrio?
This button is designed to join two calls together, allowing you to transfer the caller to another person or department.
What is the "Merge" button?
This is the first Aux Code you will see once you are clocked in.
What is Offline
This tool is primarily used to assists callers with setting up recurring parts orders and to view existing orders.
What is Smart Order Admin?
This resource lets agents chat with a bot to quickly find troubleshooting steps and product support for appliances — a helpful tool when you need quick answers without digging through articles.
What is Virtual Assistance (VA)
Issued when an employee accumulates absences with no time, with Step 1 after one point, Step 2 after three points, and Step 3 after five points.
What is Corrective Action?
When you need to assign to Locating in SMC, this is the only process to follow, as the Locating Request Macro, SMC, and Outlook Email are no longer used functions.
What is the CC Research Request Process in Salesforce
I have a scheduled security training
What is Aux 8
This system is used to complete monthly security training sessions.
What is KnowBe4?
Located in Salesforce, this resource is used by agents to find detailed product information, troubleshooting steps, and policy guidance. It’s one of the primary tools to support accurate and efficient call handling.
What is Knowledge Articles
This type of time off is accumulated monthly and is used for taking a break from work.
What is Vacation time?
This new process directs post-purchase inquiries, previously handled by DTC or GE Store, to this group, ensuring that all post-purchase questions from Bodewell.com, Private Stores, and DTC Branded Sites are managed efficiently.
What is the Home Delivery Final Mile?